COO/VP Operations, Member Firm

The Chief Operating Officer (COO) is a key executive leader responsible for building the “firm of the future” — combining best-in-class professional services operations with process engineering, data/AI enablement, and modern technology to deliver a step-change in client experience, margin, and scalability.

Responsibilities

Own firmwide operations across offices and functions; ensure consistent execution and a high-accountability culture; Establish an operating cadence (weekly metrics reviews, monthly business reviews, quarterly planning); Define and manage KPIs (capacity utilization, cycle time, SLA adherence, quality/rework, realization, NPS/CSAT, talent retention); Map and redesign end-to-end workflows (onboarding → delivery → review → billing → renewal); Build a lean/process-improvement capability inside the firm; Standardize SOPs, templates, and controls; Partner with leadership to define a practical tech roadmap; Lead change management for technology adoption; Establish governance for AI use in collaboration with Risk/Compliance and IT; Serve as a trusted advisor to partners and practice leaders; Align cross-functional teams around shared outcomes; Build and develop a high-performing operations leadership bench; Partner with HR to design scalable org structures and performance systems; Oversee shared services and operational infrastructure; Support integration of acquired practices into the flagship operating model; Create repeatable integration playbooks and day 1 → day 90 execution plans

Requirements

12+ years of operational leadership in professional services (accounting, consulting, legal, or adjacent), with responsibility for multi-team execution; Proven track record leading technology-enabled transformation (workflow modernization, automation, data/analytics, AI enablement); Strong process engineering mindset (Lean/Six Sigma or equivalent experience welcomed but not required); Able to operate at both executive altitude (strategy, stakeholder influence) and in the details (process mapping, metrics, adoption); Demonstrated ability to lead change in partner-led or matrixed environments; Excellent communication, facilitation, and conflict navigation skills; High judgment around risk, quality, and compliance in regulated professional services

Nice to have

Experience in PE-backed platforms, roll-ups, or multi-site professional services organizations; Experience building a delivery model that uses shared services / global delivery effectively; CPA, MBA, or other relevant credential

Benefits

Health, Dental, and Vision Insurance (with options for fully paid employee only coverage for health and dental); Company-Paid Life and Long-Term & Short-Term Disability Insurance; Ancillary Benefits such as supplemental life insurance, critical illness, and accident insurance; Classic Safe Harbor 401(k) Plan with employer contributions; Opportunities for professional growth, learning, and development including access to Becker and LinkedIn Learning